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DELIVERIES

We generally strive to process orders within 1-3 business days. During busy periods (like drop days and Black Friday it can take 7-10 days to process orders)

You will receive an email confirmation when you place an order and a tracking email as soon as your order ships.

Some items may be pre-order meaning they will be processed and shipped after the date stated at the bottom of the product listing.

DELIVERY TIMES

• United Kingdom: 2-3 working days once dispatched 
• Europe: 4-6 working days once dispatch
• USA and international: 7 to 9 business days after dispatch

These delivery times are estimates. Occasional delays can occur with customs or couriers. 

CUSTOMS AND DUTIES

International orders may be subject to customs duties or taxes on arrival. These are set by your local authority and are not included at checkout unless specified otherwise.

Xonotu ships from the UK. Currently customs and duties are included only for US and German orders as of 18/03/26

TRACKING YOUR ORDER

Track your order at any time using the link in your dispatch email.

DELAYED OR LOST PARCELS

If your order has not arrived within the expected timeframes, email info@xonotu.com and we will inquire with the courier.

ADDRESSES

Please ensure your delivery address is correct and secure. If you enter an incorrect or incomplete address we are not responsible for items not received. 

We may also be unable to change the address after your order is placed. In the event your address is incorrect please contact at: info@xonotu.com as soon as possible and we will do our best to accommodate this change.

 Items marked undeliverable due to an incorrect shipping address will be reissued if/when they are received back and will incur a re-shipping fee.

If your item does not fit as expected, you can request an exchange or return within 14 days of receiving your order.

EXCHANGES

Email info@xonotu.com with your order number, the piece you’d like to exchange, and the size you want.

We will  provide you with the correct return address and instructions. Ship the item(s) back to us in accordance with the provided instructions within 7 days of the agreed return or we cannot accept the item. You are responsible for the return shipping costs.

Once your item has been returned and the exchange is approved, we will send out your replacement size - you will not be charged any additional customs or duties for an exchange. 

Please check the sizing information and measurements provided on each product page before ordering. If you are having trouble with which size to choose, feel free to contact us and we will assist you as best we can.

RETURNS

Items returned to us must be unworn, unwashed and in their original condition, with all original tags attached.

If an item shows signs of wear, we may be unable to accept the return or exchange and the item may be sent back to you.

Please contact us before returning anything. We will provide the correct return address and instructions to make sure your return is handled properly.

If your item arrives defective, damaged, or you receive the wrong item or size, please contact us as soon as possible and we will do our best to resolve it for you. Where possible, we will arrange a replacement. If a suitable replacement is unavailable, or the customer requests, we will arrange a refund.

REFUNDS

We encourage customers to choose carefully using the sizing information provided on our website and, where possible, opt for an exchange.

We do offer refunds. Once your return has been received and inspected, your refund will be issued back to your original payment method.

Once processed, refunds typically take 2–7 business days to appear in your account, depending on your bank or payment provider.

Shipping costs and any applicable international customs duties or taxes incurred may be deducted from the refunds.

Nothing in this policy affects your statutory consumer rights.

PRE-ORDER ITEMS

Pre-order items and custom piece sales are final. These pieces are made-to-order so please review the size chart beforehand. We do not offer refunds on pre-order items. At our discretion we will offer store credit or exchange where possible.

DELIVERY ISSUES

Please double-check that your delivery address is complete, accurate and secure before placing your order.

In the unlikely event that your order is delayed, lost, damaged, or arrives with missing contents, please contact us as soon as possible and we will assist in resolving the issue.

To proceed with any investigation or resolution, we reserve the right to require the customer to contact the relevant courier service directly to report the issue and obtain further information. 

This step is typically necessary to initiate a claim and enables us to pursue compensation where applicable. We may request proof of such contact, including claim reference numbers or written correspondence with the courier.

Following review of the issue and any supporting evidence, we may, at our discretion, offer a replacement item, store credit, or a refund.

We reserve the right to decline any claim where:

Insufficient or no supporting evidence is provided. The courier confirms successful delivery and no reasonable attempt has been made by the recipient to dispute the delivery or obtain supporting evidence. Or the issue is reported outside of the timeframes set out below.

All issues must be reported within:

14 days of delivery for damaged, defective, or incomplete orders; or 30 days from the dispatch date for orders that have not been received.

QUESTIONS

If you have any questions get in touch. We would always rather you contact us so we can assist in the best way: info@xonotu.com

If your question isn't answered by our shipping or returns information, send us a message below with as much detail as possible. Please allow 1–2 business days for a response.

Or email info@xonotu.com.